Overview
This role involves supporting the collection of payments from delinquent client accounts. The Representative II, Collection Services will contact clients regarding account status to resolve delinquency and address standard billing issues, concerns, or disputes.
Responsibilities
- Initiate business-to-business collection efforts via phone, email, and internal systems.
- Use specific software and criteria to identify collection priority based on delinquent account lists.
- Handle escalated collection issues from first-level support for further collection efforts.
- Process and escalate complex collection disputes through a ticketing system to internal teams for review, research, and reconciliation.
- Collaborate with Accounts Receivable to track and resolve billing questions, issues, and disputes.
- Act as a liaison between clients and internal business units to communicate account changes, billing adjustments, invoices, and contract-related updates.
- Prepare and submit internal forms and requests such as credits, write-offs, refunds, legal packets, terminations, and final demands, ensuring data accuracy.
- Provide updates on client account status to management and internal teams regarding customer activity and payable status.
- Follow management decisions related to negotiated payment arrangements or settlement offers.
Requirements
Education
- High School Graduate or General Educational Degree (GED), or any combination of education and experience providing the required qualifications.
Experience
- Minimum of 3 years in accounts receivable, collections, or a related field.
- Experience in business-to-business collections.
- Experience with collections in the software industry.
Knowledge, Skills & Abilities
- Knowledge of collection procedures and best practices.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), with intermediate Excel skills.
- Strong customer service skills and professional etiquette during client interactions.
- Excellent written and oral communication skills.
- Strong organizational skills.
- Ability to navigate multiple systems to track and document tasks and communicate with clients and internal teams.
- Ability to prioritize workload, meet deadlines, multitask, and maintain attention to detail.
- Ability to work collaboratively in a team environment with colleagues at all organizational levels.
Additional Information
This job description outlines essential functions and basic duties but is not exhaustive. Additional responsibilities may be assigned as needed. This document does not constitute a contract of employment and may be updated or changed at the employer's discretion.
Equal Opportunity
The employer is committed to creating an inclusive environment and is an equal opportunity employer.